Please help with this review

[Branka-and-Silvia0]

So, I had guests, a couple in their 60-es. They were nice and have a lot of nice reviews but there are a few things future hosts would like to know. I am not sure how to wrap it in cellophane so I would appreciate your help. (They didn't review me yet but if they will I know it will not be 5* for sure)

They shortened their reservation 2x (3 nights in total) at the last moment bc their business plans have changed. I was partially able to rebook. OK.

They said they couldn't sleep because they are used to very firm matrasses and mine are too soft for them so they have back pain. They also prefer thin pillows. They didn't ask about beds before arrival and they told me about it halfway into their stay. They refused my offer to buy top mattresses bc it was already just a few days until check-out.

They came with and used their own bedding because they said they are allergic to laundry detergents so they always bring their own towels and blankets. (They didn't mention it before arrival but halfway into their stay. Our bedding is washed by professional laundry service with mild detergents but they didn't want to risk it.)

They left the window open after check-out (we told them specifically they should close the windows when they are not present or sleeping because we are on the ground floor and exposed to burglary. We also have this written in our house rules, house manual, check-out instructions on the door... and there is also a note on the window seal.

They asked for the iron although it is not listed in our amenities ( I don't offer an iron anymore bc guests burn the cord regularly by wrapping it around the hot iron. But I made an exception and gave them one)

I would like my review as short, polite, professional... but also suggest they should send an inquiry about beds and bedding instead of instant booking and give the future host a chance to decline if he thinks his listing isn't a right fit.

Unfortunately, they booked instantly and if I knew then what I know now I would tell them to cancel. Our budget-friendly studio is not comfortable enough for elderly couples, especially not for 2-weeks long stay.  And yes, I included this now in my listing's description.

[Colleen253]

@Branka-and-Silvia0  “So and So were (insert niceties). However, they failed to follow our well communicated security related check out instructions. In addition, their needs are specific and would be best discussed in detail ahead of stay, to ensure the most comfortable experience possible for them.”

[Branka-and-Silvia0]

Thank you @Colleen253 this sounds nice 🙂

[Mark116]

@Branka-and-Silvia0  [Something nice], XX had very specific needs related to bed linens, towels, mattresses and pillows that might present a challenge to some hosts, they also failed to follow check out procedures by leaving a ground floor window open when they left. ? That seems factual and would give hosts a heads up that they are kind of high maintenance.

[Branka-and-Silvia0]

 tnx @Mark116  🙂 They are not really high maintenance bc they didn't ask or demand anything (ok, except reservation alteration and iron) and exactly this IS the main problem..... in addition to not paying attention to what they book. I mean, we have 2 single wooden beds and if joined together there is a large gap in the middle, our bathroom is tiny, no sofa or armchairs, tiny kitchen ... and It is clearly visible in our photos. it's really suitable only for young guests and short stay.   Literally, only 1% of our guests are over 50 y.o and half of them complained so If I knew their age in advance I would tell them not to book.

This is one of the reasons why profile pictures should be real and shown before booking.

[Helen744]

Helen744@Branka-and Silvia. hello lovely people I am one of those old people but do appreciate what hosts go thru but dont be ageist if you can help it. I wash all our linen in hypoallergenic washing liquid because I want it to smell like nothing but clean as I have all sorts of weird linen . High level of cotton .I always have four pillows because our first complaint was about pillows . I have two flattish ones and two fuller ones so if one person likes a flat pillow, well you get the picture. All light bulbs for darker areas of the house are super bright because one elderly lady gave us three stars because of a small step internally . These things have helped us sucessfully host disabled folk by adding them as warnings to our listing . Pillows though are super important because honestly people are only sleeping at your place. I love it when tired people tell me "we had a great nights sleep".Dont apologise .Say instead that we know our listing may not be suitable for everyone but we try to assist all guests as best we can and please remember to check listings carefully before booking.Cheers. Maybe they will forget to review . Ha ha

[Branka-and-Silvia0]

@Helen744  I am also nearly 60, and can't sleep everywhere anymore 🙂

Our sheets are washed in mild detergents by a professional laundry service but they didn't even want to risk and try. I did offer to buy a mattress topper but they refused bc it was close to check-out day and they were too polite and considerate to accept my offer and it may not help them either ( good toppers are expensive and in fact make beds even softer)

I have nothing against elderly guests but not in this studio. My 2 bedroom apartment next door is more suitable for them.  They were not bad guests, they just made a bad choice by booking unsuitable accommodation

Yeah... I hope they will not write a review 🙂

[Michael5966]

I think thought whatever they review, you can formulate a reply to their review that explains how you tried to help and how better communication from the start would have avoided this issue.  Anyone reading the reviews would completely understand that there wasn't anything that you could have done more than what you did..

[J-Renato0]

@Branka-and-Silvia0 

Well... actually they have special requirements about matrasses and pillows. They should go for a hotel stay. Or they should have asked for them before booking.
They left the window open (mark less than 3 stars at house rules factor).

About the written review, my suggestion goes like that:
"Although they were a gentle couple, lamentably I have to say there were some issues. They have special requirements about matress and pillows (among some others) and did not ask if I could offer it before booking. They left the window open when leaving. I wish I could write a wonderful review to them. However, I think that is important to mention those issues. It will help them to improve their communication to have a great experience in a future".

Alternatively, If you want to resume it just be brief:
"There were some issues. They did not informed that they had special requirements before booking".

[Ted307]

As an over 60 traveler, I have always brought my favorite pillow! We have stayed in some older places in France which are similar to yours, and were very happy to be there. As we are older, we consider how many stair flights we want to climb, but we have still stayed at places wit over 50 steps to enter. We left that host a great review, it was a cool old place in Arizona, USA.

As a review, I would downgrade these guests on communication. They should ask if these requirements can be met by their hosts before booking. They should have looked at your photos to see if the beds would be comfortable, and they certainly should have followed your check-out instructions. I would not want to rent to such people, either, so I hope you leave them an honest review! And if you downgrade them maybe they will not be able to use instant booking any more. Sorry you had such poor visitors from the over-60 set, but please do not refuse to rent to all of us.

[Sarah977]

@Ted307  I always travel with my own pillow, too. At over 70, I don't think I'm a fussy traveler. And if I had special requirements, I'd for sure dialogue with a host before booking something.

But to be fair, "They should have looked at your photos to see if the beds would be comfortable..." - you can't tell if a mattress is soft or firm by looking at a photo.

[Branka-and-Silvia0]

@Sarah977  you misunderstood what I said... of course they can't see from the pictures if the mattress is firm or soft but they can see tween beds with wooden frames and know there will be a gap in the middle if they are joined together. And by looking at other pictures they could realize this is not a good fit for a 14-night stay at their age. That's what I meant.

(Btw, they were happy with our pillows and didn't complain about the kitchen and bathroom)

Don't get me wrong, I am 59 y.o. and have neck pain, so, unfortunately, I also can't sleep everywhere anymore. But, contrary to my guests I prefer soft mattresses. As soft as possible.

What I want to say - when we are young, we can sleep anywhere, on the air mattress, in the car, on the branch... 🙂 but after a certain age, we should be careful while choosing a place to stay and ask about beds before booking.

[Sarah977]

@Branka-and-Silvia0  That mattress comment wasn't in response to your post 🙂

What I put in quotes there came straight from Ted's post, who I tagged.

[Ted307]

Hi Sarah @Sarah977 

I think the beds he has look pretty uncomfortable. I have not booked some places because of the photos of the couch, also. My husband has a touchy back, and does not like to sit on the over-stuffed pillow couches. We just try to check these things out before a long-term stay, for only one night, we have stayed in some pretty odd places and enjoyed the change.

Chris

[Sarah977]

@Ted307  You think whose beds "look pretty uncomfortable"? The author of this thread? (A she not a he).

As Americans, you may be accustomed to box springs and 10 inch thick mattresses, but I can assure you that there are many other mattress styles that are perfectly comfortable.

My beds look much the same as Branka's- mine are 4" firm foam with a 2" softer topper and mattress pad and I get multiple comments from guests about how comfy the bed is.

A person might have found a foam mattress to be uncomfortable in the past, but in fact there are many choices of foam density, from super soft to super firm. Not something you can determine from a photo or even looking at it in person. Which is why mattress stores have demo models you can lie down on.